Call Center Customer Service

BROOKE BERRYHILL

Oklahoma City, OK *****

702-***-**** - ********************@*****.***

PROFESSIONAL SUMMARY

Experienced Operational Supervisor with over 3 years of leadership in a call center environment, now seeking to leverage my expertise in a nursing administrative role. Specializing in team management, customer service excellence, and operational efficiency, I bring a strong foundation in optimizing workflow, driving performance metrics, and ensuring high levels of customer satisfaction. Currently pursuing a career change into nursing administration, with a commitment to applying my skills in a healthcare setting. Adept at handling escalated issues, training staff, and maintaining adherence to company policies, I am eager to contribute to a team focused on delivering exceptional patient care and operational success.

SKILLS

Strong leadership and team

management skills.

•

Excellent communication and

interpersonal abilities.

•

Proficiency in call center software and

systems.

•

Analytical skills to interpret call center

metrics and reports.

•

Ability to handle customer escalations

and resolve issues effectively.

•

Time management and organizational

skills to manage multiple tasks and

priorities.

•

WORK HISTORY

01/2021 to Current Operations Supervisor

Costco Wholesale – 14501 Borget Pkwy Oklahoma City Oklahoma Supervise mentor, and support a team of customer service representatives. Monitor and evaluate team performance, providing feedback and coaching to ensure productivity and quality standards are met.

Conduct regular team meetings to communicate updates, address concerns, and motivate staff.

Manage the daily operations of the call center, including scheduling, workflow management, and resource allocation.

Ensure adherence to company policies, procedures, and standards, including customer service protocols and data security.

Analyze call center metrics and reports to identify areas for improvement and implement corrective actions as needed.

Handle escalated customer issues, providing resolution in a timely and efficient manner. Ensure that customer inquiries are addressed effectively, with a focus on achieving high

• Team Management:

• Operational Oversight:

• Customer Service:

levels of customer satisfaction.

Develop and implement strategies to improve customer service delivery and reduce call wait times.

Coordinate and facilitate training programs for new hires and ongoing training for existing staff.

Keep the team updated on new products, services, and policies to ensure they can effectively assist customers.

Encourage professional development and career growth opportunities for team members.

Monitor and assess the quality of calls and customer interactions to ensure compliance with company standards.

Implement quality improvement initiatives and processes to enhance service delivery. Work with quality assurance teams to develop and refine evaluation criteria. Prepare and maintain reports on team performance, call volume, customer satisfaction, and other key metrics.

Document and report any operational issues, including system outages or process failures, and work with appropriate departments to resolve them. Provide regular updates to senior management on call center performance and challenges.

• Training and Development:

• Quality Assurance:

• Reporting and Documentation:

EDUCATION

Expected in 05/2026 No Degree: Nursing Administration Oklahoma City Community College - Oklahoma City, OK

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